e-talk Corporation (Company
Profile, Past
Stories, Case
Studies), the global leader of Performance Impact™ solutions for contact centers, announced today that etalk Qfiniti™ received the prestigious Frost &
Sullivan “Product Differentiation Innovation Award” in the quality monitoring software market. The award recognizes the company that has successfully adopted new or
existing technology that has become a part of the company’s well-designed product family.
“We are pleased to recognize etalk for product innovation and differentiation,” said Dick Bucci, Industry Analyst, Contact Center Solutions, Frost & Sullivan. “As the first
company to patent automated quality monitoring and now the first to patent automated surveys, etalk has an impressive history of innovation and leadership in the quality
monitoring industry.”
The recognition is derived from 400 hours of market analysis conducted by Frost & Sullivan’s leading analysts researching and writing the World Agent Performance
Optimization Software Markets report. In the report, etalk is touted as “an innovator… the first to design and patent an automated quality monitoring system. They
(etalk) were also the first to introduce a tool to capture caller attitudinal data.” etalk was also recognized by the leading analyst firm as offering tools, including etalk
Survey™, that are extremely useful for improving customer loyalty.
The IVR-based application is more productive than mail or telephone questionnaires and can be used to quickly assess customer satisfaction feedback and link to specific
customer service representatives. etalk Qfiniti provides the multiple tools needed to improve customer-oriented quality performance including transaction recording,
performance evaluation, customer surveys, skills-based training, and analytical reporting - all in a single, enterprise-class solution.
The Frost & Sullivan “Product Differentiation Innovation Award” is presented each year to the company that has best demonstrated the ability to develop and/or advance
products with more innovative capabilities than competing companies and products. Before considering the recipient of this award, the analyst team tracks competing
market participants’ product differentiation strategies through market participant interviews, end-user surveys, and extensive secondary research. The data compiled through
this research is analyzed based upon specific measurement criteria for this award. Participants are then ranked with respect to the measurement criteria.
“This award validates our strategy and vision, as well as our commitment to providing our customers with the market's most innovative solutions," said Scott Shute,
president and CEO of etalk. “As we complete our 20th year, we continue to reinvest in our four cornerstones -- customers, partners, services and technology. We are
honored that Frost & Sullivan recognizes our investment in critical contact center technology and solidifies our position as a market share and technology innovation
leader.”
About Frost & Sullivan
Founded in 1961, Frost & Sullivan is recognized as a global leader in growth consulting. Frost & Sullivan Awards are presented to companies that
demonstrate excellence in their industry, commending the diligence, commitment, and innovative business strategies required to advance in the global marketplace.
Frost & Sullivan rigorously analyzes specific criteria to determine award recipients in a vast variety of market industries and landscapes. For further
information, visit www.frost.com.
About etalk
e-talk Corporation, headquartered in Irving, Texas, is a global leader of Performance Impact™ solutions for enterprise contact centers. Since 1983, etalk solutions have been
used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including insurance, telecom, financial, technology and manufacturing
companies. etalk’s suite of integrated solutions works across multiple contact channels including e-mail, Web, chat or telephone. etalk’s product family includes Qfiniti™,
Recorder®, Advisor™, Expert™, Survey™, and JASS™, which are designed to improve both customer service and the CRM decision-making process. Using etalk’s
advanced contact center technology, companies can achieve higher incremental sales, revenue per customer and overall profits, while increasing customer satisfaction and
loyalty. Privately held etalk operates in more than 40 countries, utilizing a network of partners and distributors. For additional information about etalk’s Performance Impact
tools, visit www.etalk.com or call 972-819-3100.
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